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When thinking about hotels, the travel manager is constantly challenged to balance the needs of the company with the needs of the traveler colleague. Corporate travelers, like their leisure counterparts, are increasingly looking beyond the large hotel chains for: a different guest experience combining the business trip with a leisure component a hotel closer to their business destination more bang for their per diem buck. In this webinar, experts from Travelport and ACTE will discuss: key realities of the corporate travel industry today specific challenges facing the travel manager the evolving roles of the travel management company and the GDS how technology is shaping the future of corporate travel. Panelists for the webinar are: James Lemon, head of strategy for hotel, car and advertising, Travelport Kurt Knackstedt, president, Association of Corporate Travel Executives Maria Chevalier, travel consultant Kevin May, editor and moderator, Tnooz Gene Quinn, CEO and producer, Tnooz This webinar will took place on Thursday 15 May 2014
Citation preview
Will technology enhance or destroy the corporate’s hotel travel policy?
Webinar
15 May 2014
Your hosts
Kevin May Editor & moderator
Gene Quinn CEO & producer
Your panelists
Kurt Knackstedt President ACTE
James Lemon Head of Strategy Hotel, Car & Advertising
Maria Chevalier Travel Consultant
Poll no. 1 Where are you located?
Poll no. 2 Which industry segment do you represent?
Source: Travelport internal poll evolve XXL Content conference Western Europe, January 2014
Source: Travelport internal poll evolve XXL Content conference Western Europe, January 2014
Webinar 15 May 2014
Agenda
7
Section 1 – Key trends affecting hotels and corporate travel today
SecBon 2 -‐ Hotel corporate travel policy compliance – the challenge of the travel manager
SecBon 3 -‐ How the future will unfold for corporate hotel distribuBon
Air costs are higher, but you spend more Bme in a hotel room than on the plane (usually!)
Emerging markets bring their own challenges
• Lots of non-GDS properties • Guest houses, serviced
apartments are popular
• Most properties are NOT in any GDS
• Hotel intermediaries lead the market
• Huge growth, capacity constraints, major events
• Fragmented distribution
A few examples
TradiBonal distribuBon channels are being challenged
More these…
Than these…
“Bleisure” – fad or here to stay?
Poll no. 3 What’s your “bleisure” history?
Agenda
13
SecBon 1 – Key trends affecBng hotels and corporate travel today
SecBon 2 -‐ Hotel corporate travel policy compliance – the challenge of the travel manager
SecBon 3 -‐ How the future will unfold for corporate hotel distribuBon
14
Life is not going to get easier, its going to get harder
Key players in the travel industry must remain flexible global experts delivering better value
Achieving Travel Program Objec5ves has always been a balancing act…
Maria Chevalier Travel Industry Consultant
15
Corporate Travel Challenges
Challenges faced Solu5ons we typically consider today
1. Travel Policy 2. Length of Time/Personal 3. Pace of technology advancements 4. ExpectaBons of customers 5. Evolving Traveler Demographics 6. Low Rate/Best Value Guarantee 7. Ongoing Market Changes 8. Data FragmentaBon/Management 9. Safety/Security 10. Business Controls
1. OpBmize technology applicaBons 2. Support tradiBonal & non-‐tradiBonal
soluBons 3. Aggressive data management
strategies
The list of challenges that corporate travel managers face is gegng longer
Maria Chevalier Travel Industry Consultant
16
Growth Strategy Challenges
Challenges faced Solu5ons we typically consider today
1. Lack of Inventory
2. Trusted Brands
3. Travel Paiern Changes
4. Ability to Leverage
5. Content
1. Enhanced GDS CollaboraBon
2. Content AggregaBon
3. Data Management
Balancing the growth in corporate travel trips and the travel trends we’ve already discussed adds another set of challenges
Maria Chevalier Travel Industry Consultant
17
Corporate vs Traveller Needs
• Produc5vity • Sa5sfac5on Opportunity: to win program buy-‐in of travelling colleagues
For the corporate
For the traveller
• Value • Visibility Opportunity: to reduce costs
1. Duty of care to locate travellers 2. Delivering high quality travel services 3. Managing travel budgets and costs
4. Mi5ga5ng risk
BeOer compliance and visibility will remain difficult to achieve un5l programs
deliver traveller needs
Corporate hotel travel programs must now try to balance stakeholder needs:
While not losing sight of the program’s aims
Maria Chevalier Travel Industry Consultant
Poll no. 4 What are the greatest challenges?
Agenda
19
SecBon 1 – Key trends affecBng hotels and corporate travel today
SecBon 2 -‐ Hotel corporate travel policy compliance – the challenge of the travel manager
SecBon 3 -‐ How the future will unfold for corporate hotel distribuBon
20
Outlook: The landscape will remain fragmented
Hotel corporate travel
programme success
Delivering for the traveller
Delivering for the corporate
Outcome: Hotel corporate travel programmes must offer travellers ‘freedom within a framework’: gaining traveller trust and buy-‐in while fulfilling programme needs for the corporate
…and…
Hotel bookings: need for speed, value, support and measurement
Known hotel(s) & nego5ated rate in place Traveller needs: Quick hotel selec4on; Fast booking; ideally self-‐serve; receive any due benefits Corporate needs: trip visibility; support in place for any future amendments Best op5on: TMC & GDS will have your nego rate; real-‐Bme booking; selecBon across opBons
Known hotel(s) & no agreed rate Traveller needs: Best open-‐market value; quick hotel selec4on; fastest booking; support in place for future amends Corporate needs: trip visibility; support in place for any future amendments Best op5on: TMC & GDS likely to have pre-‐agreed nego rates or best public rates; corporate will want to build stay history data
Unknown hotel & price is the key driver
Traveller needs: Support in shortlis4ng suitable proper4es, mapping tools, Suitability for trip including balancing business and leisure needs Corporate needs: Best open-‐market value; Pre-‐visibility of trip for support and management Best op5on: TMC & GDS act as best guide to a locaBon, saving traveller comparison Bme; including historic stays for your colleagues
Unknown hotel & loca5on is the key driver Traveller needs: Support in shortlis4ng, reducing search 4me; knowledge to assess suitability for trip including balancing business and leisure needs Corporate needs: Best trip value – e.g. balance hotel with transit costs; Pre-‐visibility of trip Best op5on: TMC & GDS act as best guide to a locaBon, saving traveller comparison Bme
Significance of price / rate
Sele
ctio
n of
hot
el
1
3
2
4
22
To meet the new challenges, Corporate Travel Managers need to consider some new principles
Make it personal • Receive the recogni5on (a) your corporate and (b) your travellers deserve • Be responsive to the needs of your travellers
TMC as ‘concierge’ • A partner to help you get the most out of your trip • Able to balance corporate needs (preferred suppliers; data & repor5ng) while providing best op5ons for travellers (shortlists of op5ons)
From managing costs to managing value -‐ for travellers and corporates • Sell travellers on compliance by commi]ng to a beOer value offer than unmanaged • Nego5ate for addi5onal benefits to reflect size and importance of your business and drive traveller
‘s5ckiness’ to your preferred partners – loyalty; breakfast; internet etc • U5lise TMC and GDS partners when it comes to nego5ated rates – the key to corporate value
Delivering support and response in near real 5me • Corporate hotel stays are faster and more effec5ve when booked through a TMC and GDS –
saves 5me on research, selec5on, transit and amendments/support • Real 5me service and support – assurance around making changes • BeOer visibility supports pre / post stay analy5cs to keep corporates on track and travellers safe
A taste of how your TMC and GDS partners are responding
Leisure-‐site levels of content
How to facilitate while maintaining your programme?
Accessing Ancillaries for Total Cost Visibility
How you can get total cost visibility and improved
programme management?
U5lising merchandising learnings for airlines to support hotel suppliers
Leisure-‐site levels of search & func5onality
How to drive take-‐up of hotel programme booking
tools?
Constant corporate booking tool innova5on
Traveller & corporate needs What are we solving? What’s the outcome
Conclusion
24
Life is not going to get easier, it’s going to get harder
Key players in the travel industry must remain flexible; global experts are here to help and
deliver better value than ever
Q & A
Thank you!
Send your questions and comments to [email protected]
Replay and presentation of webinar will be available on www.tnooz.com